FlexCare - Flexible Service for Biomedical and Diagnostic Imaging Equipment
Masterplan’s FlexCare program is a service program that is tailored to meet the facility’s financial and service objectives. A variety of service coverage options allows the ability to customize service program.
Key features of the Biomedical program:

• A Service Call Center, available around the clock, to dispatch service technicians
• A resident account manager provides a single point of accountability for assuring total customer satisfaction, including:
• Special focus on equipment up-time and preventive maintenance completion metrics
• Regular communications with formal quarterly reports and annual program evaluations
• Customer satisfaction surveys
• On-site technical staff provides fast first-call response, supported by modality specialists covering the full spectrum of clinical equipment
• A state of the art, web-based, maintenance management system (iDesk^SM) provides system support for the entire technical team and the facility’s key equipment users.
• Equipment up-time and PM completion statistics available in real time
• iDesk is a proprietary, web-based, award-winning computerized maintenance management system
• The maintenance team has access to an extensive, centralized inventory of parts to expedite quick repairs and maximize equipment up-time
• Parts sourcing support team on duty 24 hours a day, 365 days a year
• High-volume purchasing of parts ensures competitive pricing
• Quality Assurance (QA) and regulatory compliance support is provided to the on-site team, and to key facility leaders, by a dedicated team of experienced specialists. We carefully research the most efficient ways to achieve complete compliance.
• Each facility is provided with a thoroughly documented  and extensively field-tested compliance manual and a set of carefully researched, up-to-date codes and standards clarifications
• Long history of staff involvement in developing national compliance standards
• Compliance knowledge base is continually refreshed through Masterplan’s active participation in multiple Joint Commission surveys per month
• Unparalleled record of 100% successful Joint Commission surveys for more than 30 years
• Additional support provided, as required, in any areas involving the facility’s clinical equipment, for example:
• Support for the facility’s Risk Management staff with equipment recalls, device tracking and equipment-related incidents
• Support for the facility’s Safety Officer with any safety issues relating to the facility’s clinical equipment
• Staff participation on the facility’s purchasing committees to help assure the selection of the most appropriate medical equipment 
• Staff is also available for participation on any other committees/ working groups needing technical assistance relating to medical equipment  Assistance with special equipment-related projects

Key features of the Diagnostic Imaging program:
Masterplan engineers take care of tens of thousands of pieces of imaging equipment, all brands and modalities nationwide.

Service is our only business.  In addition to our skilled field engineers, we apply a wide variety of tools to deliver service excellence:

• National Call Center accepting your service calls 24 hours a day, 365 days a year.
• Systematic call escalation procedures to ensure a timely response
• Extensive, centrally warehoused inventory of spare parts to expedite quick repairs and maximize equipment up-time
• Centralized parts sourcing team
• High-volume purchasing of parts ensures competitive pricing
• Parts certified to meet original equipment manufacture standard
• Masterplan sources parts 24 hours a day, 7 Days a week. For extreme or mission critical emergencies, counter-to counter delivery is used for same day delivery.
• A state of the art, web-based, computerized maintenance management system iDesk^SM provides 24 X 7 real time comprehensive tracking of all service calls, service history and reports of uptime.
• Masterplan Remote(MPR) Diagnostics help ensure uptime of your most critical revenue generating assets.  Sophisticated remote trouble-shooting tool for Diagnostic Imaging Equipment provides: 
• Faster response to many common problems
• Leverages technical knowledge from our national modality experts
• State of the art trouble-shooting tools
• Remote image artifact analysis
• Alert paging for critical errors
• Magnet monitoring
• One MPR box can handle up to 4 systems
• Dynamic Assert Replacement Planning (DARP) provides a vendor neutral, capital budget planning tool to rank the relative replacement needs of all of your diagnostic imaging assets.